Skills report

Skills Fund - Skills Advice Report

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ISFSAT-2

12 Jan 2017 4:11:25 PM

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Business Identity Business details SGMS ID ISF26293 ABN

ACN

94138697454 Business Name The Trustee for SONS OF WALMAN YAWURU TRUST Trading Name Other

Contact details Title Mr First Name Dale

Last Name Robinson

Phone

Address Line 1 Level 18 Central Park Address Line 2 152-158 St Georges Terrace Suburb

State

Perth

WA

Postcode 6000

Email Dale.Robinson@yawuruit.com.au

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Growth Opportunities Growth Opportunity What is the growth opportunity?

The Trustee for Sons of Walman Yawuru Trust trading as Yawuru I.T. Services is a 100% Aboriginal owned and operated micro business and is one of a few 100% Aboriginal IT businesses to operate in Australia. It provides cost effective information technology (IT) solutions and training programs to build the economic and social outcomes of Indigenous people in regional and remote Western Australia.

Data from the Australian Bureau of Statistics (ABS, 2007) concerning patterns of internet access nationally indicated that Indigenous people were 69% less likely to have an internet connection and 52% less likely to have access to broadband when compared to the majority population. This figure increases when considering remote and very remote regions of Australia to 85 and 92 per cent respectively.

Yawuru I.T. Services identified this deficit in broadband services to Indigenous people and works diligently to provide IT solutions to address this gap. To achieve this the business recently undertook research and development to create innovative technologies that would provide reliable, cost effective broadband internet, NBN and telephony services to regional and remote Indigenous communities and businesses. The outcome of this research has been the development of a remote communications hub, a mobile communications hub and the Telepod.

These new technologies will provide remote areas with a number of IT solutions to provide access to the internet where there is none or where there is limited connectivity and a space for the training and development of local Indigenous people through a blend of face-toface, distance/online and self-directed learning.

Customer interest from remote Indigenous communities is growing due to the business development efforts of the owner. In addition, the owner will be pursuing opportunities to provide the remote and mobile communications hubs to regional and remote businesses with poor or no broadband services.

What is the growth opportunity type?

New Process New Product Service

Strategy How does the business plan to achieve the growth opportunity?

This growth opportunity will result in increased staff, increased access to training for Indigenous people, new IT services and innovative technologies, new markets including regional and remote businesses, capital investment and increased profit.

The business has taken these actions: o spent $50,000 in capital investment in research and development o sourced state-of-the-art technology from global and national vendors o two expressions of interest for Telepods from Aboriginal landowners in remote WA o strong interest from other Indigenous landowners in Esperance and the Goldfields o sourced a builder to build the stand-alone structure of the Telepod and o developed AutoCAD plan for prototype and master template for production of Telepod.

The business plans to undertake these actions: o capital investment of $100,000 to build Telepod prototype and o recruit and train IT specialists and help desk operators for the install, commissioning, ongoing maintenance and help desk support.

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Workforce Planning Strategy Workforce Planning Summary Summary Yawuru I.T. Services is owned and managed by a sole trader, who is university qualified as a software engineer with over ten years’ experience as an ICT services consultant. The business is a micro business and the owner has managed the business successfully to date.

As the business positions itself to take advantage of growth opportunity to provide innovative IT communications hubs and Telepods for remote Indigenous communities and regional and remote businesses, the owner has identified the need to recruit employees for three key job roles: ICT specialist, ICT maintenance/site support and help desk operator.

For Yawuru I.T. Services to successfully grow its full-time equivalent (FTE) staff the owner will need upskilling in human resources. The skills identified are: o recruit, induct and train staff o manage remuneration and employee benefits and o manage separation or termination.

In addition, once employees are recruited the owner will then need to manage a diverse workforce locally and remotely, and ensure the productivity and effectiveness of that workforce. This requires human resources skills that extend to include: o develop and manage performance management processes o lead and manage team effectiveness o manage people performance o plan and manage the flexible workforce and o develop a workplace learning environment.

The training programs recommended above are considered the highest priority for the owner.

Due to the specialised nature of the technical skills required to fill these positions, and due to the remoteness of the work to be performed, it is likely to be difficult to recruit skilled technicians and help desk operators.

As the business will struggle to achieve its growth strategy without the skilled technicians, and it can’t get the skilled technicians in remote areas it must have a recruit/train strategy that provides for training of unemployed persons.

It is recommended that the business provides training for persons not employed by the business to develop the skills necessary to fulfil the new ICT roles, with a conditional letter of employment (outlining employment conditions, start dates, salary, job role with skills required, and employment conditional on completion of training program).

There are three recruit and train strategies recommended in the workforce strategy. Each strategy has a training program that is designed to provide the necessary skills to perform the tasks of each job role. In addition, due to the likelihood that one or more of the new recruits may have digital literacy and skills gaps a digital literacy training program has been recommended to address these gaps.

This program may be delivered prior to the commencement of the primary training program, or delivered concurrently, subject to the needs of the business, learner and training provider selected.

The recruit and train strategies are considered the highest priority for the business; however recruitment will be staggered subject to the needs of the business as customer demand for the technologies increase.

Yawuru I.T. Services will need to formalise its business and financial planning processes to position the business to be ready to capitalise on its growth opportunities efficiently and effectively. It is likely that the business will be required to provide these documents and information for future contracts or tenders for the provision of broadband internet, including NBN to regional, remote and very remote areas in WA. The owner will require the following skills: o developing a growth strategy and o planning and managing finances to achieve growth strategy.

The business will be marketing its new IT technology to a new customer base; businesses operating in regional or remote WA who have limited or no connectivity to conduct business. The owner has exceptional business development and networking skills, but this is a new market for the business to enter. As such the owner will need to undertake training in market research and analysis (profiling the market and analysing consumer behaviour), developing and implementing marketing strategies and monitoring and evaluating marketing activities.

For the business to implement this workforce strategy, the training solutions recommended should be implemented over a period of time and subject to the needs of the business. Priority areas are subject to change as business needs may change.

Completion of the workforce development strategy will provide Yawuru I.T. Services with the necessary skills and knowledge to achieve its growth strategy.

Workforce Planning

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Describe how the business conducts its workforce planning.

Yawuru I.T. Services is a micro-business and does not employ any additional staff other than the owner. As such, the workforce planning processes are informal and adhoc subject to the demands of the business. The owner will be recruiting staff in the very near future, and will need to do so in a strategic and planned way.

The owner will need to be upskilled in a range of human resources and management skills to prepare for the added legal responsibilities and management of a flexible workforce towards achieving its growth strategy. He will need to develop a basic framework for the recruitment, induction and on-boarding of staff, and develop some fundamental HR policies and documents including: employee contracts, position descriptions, performance management processes, managing staff in remote areas, training and development processes and managing terminations.

Gap Strategy 1

Number 1 Role Management Skill Human Resources Strategy Train

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Training recommendation 1 Solution

Growth or Business as usual

Accredited Training

Growth

Accredited Training Type Unit/s of competency Number 1

Approximate cost $2,625.00

Relevant Accredited Training Code/s BSB50615 Urgency Urgent

Delivery Method/Structure Recommended training: Individual units of competency from the nationally accredited Business Services (BSB) training package.

Blended delivery mode: work-based delivery and self-directed learning supported by face-to-face coaching and mentoring.

There are training providers who service this region with this delivery mode and unit selection. See myskills.gov.au, search “BSB50615” and “BSB42515”.

Cost ranges $2,250-$3,000. Duration three to six months.

Recommended units: o BSBSMB417 Recruit staff o BSBHRM505 Manage remuneration and employee benefits o BSBHRM507 Manage separation or termination Narrative The owner will need to be upskilled in a range of human resource skills and knowledge to implement the recruit and train strategies recommended in this skills report and that are necessary for the business to achieve its growth strategy. The skills identified are: o plan future staffing requirements and nature of employment o determine job competencies, including the development of job descriptions o conduct selection processes o recruit and induct staff o develop and implement remuneration strategy including ensuring minimum entitlements o develop policies and procedures for separation and termination of employment and o manage termination processes.

The owner should negotiate with the training provider to provide the content of the training program in the context of a micro/small business and to include the development of a recruitment plan that is reasonable in timeframes, meets budgeting and resource limitations and aligns with the growth strategy objectives.

Gap Strategy 2

Number 1 Role Management Skill Business planning Strategy Train

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Training recommendation 1 Solution

Growth or Business as usual

Accredited Training

Growth

Accredited Training Type Unit/s of competency Number 1

Approximate cost $5,000.00

Relevant Accredited Training Code/s BSB42515 Urgency Long-term (within 12 months)

Delivery Method/Structure Recommended training: Units of competency from the nationally accredited Business Services (BSB) training package; qualification – BSB42515 Certificate IV in Small Business Management or BSB42615 Certificate IV in New Small Business.

Blended delivery mode: distance learning with online/electronic support, work-based and self-directed learning supported by coaching and mentoring.

There are training providers who service this region with this delivery mode. See myskills.gov.au, search “BSB42515” or “BSB42615” location - Perth.

Cost ranges $4,000-$6,000 plus travel and accommodation costs (if work-based visits are appropriate, usually four to six visits, two to four hours in duration). Duration of training program: six to nine months.

Recommended units: o BSBSMB416 Plan small business growth o BSBSMB402 Plan small business finances o BSBSMB 406 Manage small business finances Narrative Yawuru I.T. Services will need to formalise its business and financial planning processes to position the business to be ready to capitalise on its growth opportunities efficiently and effectively. The business did develop a business plan early on, but it does need revising to include a formalised growth strategy and financial plan. This is to ensure that the business has reasonable goals and achievable KPIs and a financial strategy to support the growth opportunity.

In addition, the business will most likely be required to provide these documents and information for future contracts or tenders for the provision of broadband internet, including NBN to regional, remote and very remote areas in WA. Units have been selected from the small business qualification to best reflect the learning outcomes for a micro/small business with one employee. It is recommended that the owner select a training provider with expertise in training micro, small and medium size enterprises (SME).

Gap Strategy 3

Number 1 Role Management Skill Marketing skills Strategy Train

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Training recommendation 1 Solution

Growth or Business as usual

Accredited Training

Growth

Accredited Training Type Unit/s of competency Number 1

Approximate cost $3,500.00

Relevant Accredited Training Code/s BSB4215 Urgency Long-term (within 12 months)

Delivery Method/Structure Recommended training: Individual units of competency from the nationally accredited Business Services (BSB) training package; qualification – Certificate IV in Marketing and Communication Blended delivery mode: work-based delivery and self-directed learning supported by face-to-face coaching and mentoring.

There are training providers who service this region with this delivery mode and unit selection. See myskills.gov.au, search “BSB4215�.

Cost ranges $3,000.00 - $4,000.00. Duration three to six months.

Recommended units: o BSBMKG401 Profile the market o BSBMKG419 Analyse consumer behaviour o BSBMKG414 Undertake marketing activities o BSBSMB403 Market the small business Narrative The business will be marketing its new IT technology to a new customer base; businesses operating in regional or remote WA who have limited or no connectivity to conduct business. The owner has exceptional business development and networking skills, but this is a new market for the business to enter. As such the owner will need to undertake training in market research and analysis (profiling the market and analysing consumer behaviour), developing and implementing marketing strategies and monitoring and evaluating marketing activities.

The owner should negotiate a work project that supports the development of a marketing strategy for the business to achieve its growth opportunity.

Once completed, the training program will provide the owner with a marketing strategy that is aligned to its growth strategy and the marketing skills necessary to successfully enter the new markets identified.

Gap Strategy 4

Number 1 Role Management Skill Performance management Strategy Train

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Training recommendation 1 Solution

Growth or Business as usual

Accredited Training

Growth

Accredited Training Type Unit/s of competency Number 1

Approximate cost $5,250.00

Relevant Accredited Training Code/s BSB51915 Urgency Long-term (within 12 months)

Delivery Method/Structure Recommended training: Individual units of competency from the nationally accredited Business Services (BSB) training package; qualification – BSB51915 Diploma in Leadership and Management.

Blended delivery mode: work-based delivery and self-directed learning supported by face-to-face coaching and mentoring.

There are training providers who service this region with this delivery mode and unit selection. See myskills.gov.au, search “BSB51915”.

Cost ranges $4,500-$6,000. Duration: six to nine months.

Recommended units: o BSBHRM512 Develop and manage performance management processes o BSBWOR502 Lead and manage team effectiveness o BSBMGT502 Manage people performance o BSBMGT520 Plan and manage the flexible workforce o BSBLED501 Develop a workplace learning environment o BSBLED401 Develop teams and individuals Narrative The owner will need to be upskilled in a range of management skills to manage a flexible workforce effectively so as to achieve its growth strategy.

The provision of remote IT servicing of new IT technologies at site and via help desk staff will require the owner to manage individual and team performance locally and at a distance and develop workplace learning and development to support team and individual effectiveness in their job roles. High performance is achieved from a combination of performance systems, people performance and learning and development.

The training program includes units that will upskill the owner to: o develop and manage performance management processes o lead and manage team performance o manage people performance o plan and manage a flexible workforce and o provide a workplace learning environment that develops teams and individuals.

Project-based assessment is recommended and the owner is encouraged to negotiate projects with the training provider.

Gap Strategy 5

Number 2 Role ICT Specialist Skill ICT install, commission, configuration Strategy Recruit and train

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Recruitment recommendation 1 Solution

Intensity

Direct employment

Experience

Part-time

Low (less than 5 years)

Narrative Once the business has negotiated sales of the IT Technology, it will need to have qualified ICT Specialists to install and commission the technologies once the shells have been built. Qualified ICT specialists are difficult to recruit and this situation is further compounded by the need for this role to work in remote and very remote areas of Western Australia.

The business cannot achieve its growth strategy without the skilled technicians, and it can’t get the skilled technicians in remote areas so it must have a recruit/train strategy that provides for training of unemployed persons.

It is recommended that Yawuru I.T. Services train persons not employed by the business to develop the skills necessary to fulfil two ICT specialist roles, with a conditional letter of employment (outlining employment conditions, start dates, salary, job role with skills required, and employment conditional on completion of training program).

Training recommendation 1 Solution

Growth or Business as usual

Accredited Training

Growth

Accredited Training Type Certificate IV Number 2

Relevant Accredited Training Code/s ICT41215

Approximate cost $9,000.00

Urgency Urgent

Delivery Method/Structure Recommended training: ICT41215 Certificate IV in Telecommunications Engineering Technology Blended delivery: class based (group) delivery with online learning components. There are training providers who train this training program. See myskills.gov.au. Cost ranges $6,000–$7,000 and may include travel and accommodation expenses. Duration: 12 to 36 months.

The qualification consists of 16 units of competency. Eight are core units and eight are electives.

For a list of the core units go to: http://training.gov.au/Training/Details/ICT41215 Electives: There is an extensive list of electives (around 80) within two general streams and five specialist streams. The electives will be determined at the time of recruitment of each person as they may vary subject to the prior experience and skills the employee will bring to the role.

It is recommended that the owner work closely with the training provider to ensure each elective will provide the necessary skills needed for this job role.

Narrative This recruit and train strategy provides for the recruitment of two ICT specialists initially in a part-time capacity until business demands provide for a fulltime role.

The business intends to train Indigenous and non-indigenous people for the roles. Where the business is employing Indigenous people, it may also need to include some digital literacy and digital skills training. It is recommended that the business discuss this with the training provider and request a benchmarking assessment to identify any skills gaps in digital literacy that may require additional training support services.

Gap Strategy 6

Number 2 Role ICT maintenance support / site supervisor

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Skill ICT maintenance and support Strategy Recruit and train Recruitment recommendation 1 Solution Direct employment

Intensity Part-time

Experience Low (less than 5 years)

Narrative The second role that will be difficult to recruit skilled ICT persons is the maintenance / site supervisor role. The same circumstances apply as for the ICT specialist, so the recruit /train strategy recommended provides for training of unemployed persons with a conditional letter of employment conditional on completion of the training program.

Once the new technology has been commissioned, Yawuru I.T. Services will be providing ICT technical support via maintenance support/site supervisor at the location of the hubs and Telepods in remote and very remote areas of Western Australia.

This recruit and train strategy provides for the recruitment of two ICT maintenance support / site supervisors initially in a part-time capacity until business demands provide for a fulltime role.

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Training recommendation 1 Solution

Growth or Business as usual

Accredited Training

Growth

Accredited Training Type

Relevant Accredited Training Code/s

Certificate III Number 2

ICT30515

Approximate cost $9,000.00

Urgency Urgent

Delivery Method/Structure Delivery Method/Structure: Recommended training: ICT30515 Certificate III in Telecommunications Technology Blended delivery: class based (group) delivery with online learning components. There are training providers who train this training program. See myskills.gov.au.

Cost ranges $4,000–$5,000 may include travel and accommodation expenses. Duration: 12 to 36 months.

The qualification consists of 16 units of competency. Seven are core units and nine are electives.

For a list of the core units go to: http://training.gov.au/Training/Details/ICT30515 Recommended electives: (codes only due to character limit) o ICTWOR305; ICTCBL236; ICTCBL237; ICTCBL301; ICTCBL302; ICTCBL303; ICTCBL304; ICTBWN301; ICTBWN305 Narrative The business intends to train Indigenous and non-Indigenous people for the roles. Where the business is employing Indigenous people, it may also need to include some digital literacy and digital skills training. It is recommended that the business discuss this with the training provider and request a benchmarking assessment to identify any skills gaps in digital literacy that may require additional training support services.

The recommended electives are based on skills cluster streams for: open registration, cabling endorsements and testing.

If at the time of application the business identifies a preferred stream such as underground or aerial, the business should replace the unnecessary recommended units for those that are more appropriate.

These changes should be discussed with the training provider to ensure that they will meet the rules of the qualification, the needs of the business and the needs of the learner.

Gap Strategy 7

Number 5 Role ICT help desk operator Skill ICT help desk support Strategy Recruit and train

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Recruitment recommendation 1 Solution

Intensity

Direct employment

Experience

Part-time

Low (less than 5 years)

Narrative The third role that will be difficult to recruit skilled ICT persons is the help desk ICT support role. The same circumstances apply as for the other ICT roles, so the recruit /train strategy recommended provides for training of unemployed persons with a conditional letter of employment conditional on completion of the training program. This recruit and train strategy provides for the recruitment of five ICT help desk support operators initially in a part-time capacity until business demands provide for a fulltime role.

Training recommendation 1 Solution

Growth or Business as usual

Accredited Training

Growth

Accredited Training Type Certificate IV Number 5

Relevant Accredited Training Code/s ICT41215

Approximate cost $9,000.00

Urgency Short-term (within 6 months)

Delivery Method/Structure Recommended training: ICT41215 Certificate IV in Telecommunications Engineering Technology Blended delivery: class based (group) delivery with online learning components. There are training providers who train this training program. See myskills.gov.au. Cost ranges $6,000–$7,000 and may include travel and accommodation expenses. Duration: 12 to 36 months.

The qualification consists of 16 units of competency. Eight are core units and eight are electives.

For a list of the core units go to: http://training.gov.au/Training/Details/ICT41215 Electives: There is an extensive list of electives (around 80) within two general streams and five specialist streams. The electives will be determined at the time of recruitment of each person as they may vary subject to the prior experience and skills the employee will bring to the role.

It is recommended that the owner work closely with the training provider to ensure each elective will provide the necessary skills needed for this job role.

Narrative Once the new technology has been commissioned, Yawuru I.T. Services will be providing ICT technical support via a help desk operator where there are technical issues that cannot be addressed by the maintenance support /site supervisor.

These services may initially be provided from the Perth metropolitan area, but may also include regional WA in the future subject to the growth of the business.

The business intends to train Indigenous and non-indigenous people for the roles. Where the business is employing Indigenous people, it may also need to include some digital literacy and digital skills training. It is recommended that the business discuss this with the training provider and request a benchmarking assessment to identify any skills gaps in digital literacy that may require additional training support services.

Gap Strategy 8

Number 9 Role Multiple roles

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Skill Digital literacy Strategy Train Training recommendation 1 Solution

Growth or Business as usual

Accredited Training

Growth

Accredited Training Type

Relevant Accredited Training Code/s

Unit/s of competency Number 9

Approximate cost $14,850.00

BSB20115 Urgency Short-term (within 6 months)

Delivery Method/Structure Recommended training: Units of competency from the nationally accredited Business Services (BSB) and Foundation skills (FSK) training packages.

Blended delivery mode: class-based delivery with some online learning. There are training providers who service this region. See myskills.gov.au.

Cost ranges $1,500 – $1,800.00. Duration: three to six months Recommended units: o BSBITU101 Operate a personal computer o BSBITU201 Produce simple work processed documents o BSBITU202 Create and use spreadsheets o BSBITU203 Communicate electronically Foundation skills support: (digital skills) o FSKDIG02 Use digital technology for simple work tasks o FSKDIG03 Use digital technology for routine workplace tasks o FSKLRG11 Use routine strategies for workplace learning The business should negotiate with the training provider to provide training to suit the needs of Indigenous learners.

Narrative Digital literacy rates among Aboriginal people are lower than non-Indigenous people, and certainly lowest in remote communities. As such, it is highly likely that the business may need to provide some digital literacy and skills bridging training prior to or concurrent with the ICT training programs recommended in this report.

Until the recruitment process occurs, it is difficult to Identify what skills will be needed. Therefore this program has units that are the most common skills gaps that may present themselves. It is recommended that the business negotiates a benchmarking assessment to identify digital literacy gaps, and where there is a gap that is not represented by the units above, change or adds units that will address those gaps.

There are training providers in the Perth metro area that will suit training for the help desk operators, however it is more challenging to find providers in remote WA. For other options see the “other recommendations� section in this report.

Other recommendations Other Recommendation 1

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Narrative It would be beneficial for the owner to visit the Fair Work website for information for small businesses in meeting its workplace relations responsibilities. The website has a range of information, factsheets and templates that may be of assistance as they recruit staff. In addition it provides a Fair Work Handbook which is a reference guide that summarises an employer’s responsibilities under the Fair Work Act 2009, the National Employment Standards and awards and agreements.

For further information go to: www.faiwork.gov.au/find-help-for/small-business 'Growth' or 'Business as usual' Growth

Urgency Short-term (within 6 months)

Other Recommendation 2 Narrative The Skills for Education and Employment (SEE) program provides language, literacy and numeracy training to eligible job seekers to help them participate more effectively in training programs and in the workplace. The program is delivered nationally and in regional and remote areas / communities.

The employer may recruit jobseekers who are eligible for this program. It would be beneficial for the owner to contact a SEE provider to discuss the program and the eligibility of the Indigenous persons he wants to recruit to determine their eligibility, particularly as they may be part-time initially.

For more information about the program, go to: https://www.education.gov.au/skills-education-and-employment.

For a list of providers, go to: https://www.education.gov.au/see-providers 'Growth' or 'Business as usual' Growth

Urgency Short-term (within 6 months)

Other Recommendation 3 Narrative As the business is seeking to market the new IT technologies to businesses in regional and remote WA, a new report from Regional Australia Institute titled “Login or logout? Online work in regional Western Australia� may be of benefit to him.

For a copy of the report, go to: http://www.regionalaustralia.org.au/home/2015/02/blog-login-or-logout-online-work-in-regionalwestern-australia/

'Growth' or 'Business as usual' Growth

Urgency Long-term (within 12 months)

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